Head of Care+ Ecosystem

Head of Care+ Ecosystem — Dubai HQ

DEXME · Trust Infrastructure for Device Financing in Emerging Markets

Location: Dubai HQ (relocation) + regular business trips to operations countries (Nigeria, Kenya, Tanzania, Ghana, Uganda, and other emerging markets)

Employment Type: Full-time · Senior Leadership
Start: ASAP

About the Role

DEXME builds trust infrastructure for device financing in emerging markets — where millions of customers finance smartphones but do not trust banks, services, or promises.

Care+ is not a warranty department.
It is an ecosystem of trust around the device: replacement, refurbishment, anti-fraud, service operations, and lifecycle management.

We are looking for a Head of Care+ Ecosystem — a founding-level operational leader who will build and scale the entire after-sales infrastructure across multiple countries.

This role builds the department almost from zero — from 2 people to 8+ senior team members during the first 18 months.

What is Critically Important (must-have experience)

Device Certification

— Practical experience in smartphone/consumer electronics certification in China
— Real experience working with factories, certification labs, ODMs, and engineering teams
— Understanding of factory documentation flow, typical bottlenecks, and where things actually break
— Experience with local device certification in Africa / SEA / LATAM countries
— Understanding of local regulatory reality and launching devices in emerging markets

Spare Parts and Service Infrastructure

— Deep understanding of spare parts movement and after-sales logistics
— Understanding of how spare parts actually move: factory distributor,  ASC customer
— Experience working with authorized service centers (ASC)
— Understanding of SLA, replacement economics, refurbishment, and warranty operations
— Understanding of local logistics reality in emerging markets, not only processes on paper

Remote Management and Operational Audit

— Proven experience in remote management of multi-country service operations
— Regular audits, inspections, and on-site service center checks
— Experience investigating:

• inventory leakage
• fake warranty claims
• fake parts
• grey market devices
• device swapping
• fake repairs

— Ability to see the difference between reports and field reality

Hiring and Managing Local Managers

— Experience hiring first-level local Service / After-Sales Managers
— Ability to identify strong local operators on the ground
— Experience managing managers who work locally in-country but functionally report to HQ
— Experience building a controllable regional structure
— Own network of service / after-sales contacts in Africa or SEA is a major advantage

Standardization and Operational Discipline

— Experience building standardized operational frameworks for multi-country operations
— Creation of SOPs, audit standards, escalation flows, and service protocols
— Ability to establish consistent service quality across countries with different levels of market maturity
— Ability to transform manual management into a scalable operational infrastructure
— Process discipline and reporting culture are non-negotiable

Strong Advantage

— Experience working in the Dubai HQ of international companies
— Experience working in: Nigeria, Kenya, Tanzania, Ghana, Uganda, Côte d'Ivoire, and other African countries
— Experience in organizations such as Samsung, Transsion, Xiaomi, OPPO, vivo, realme, Huawei, HMD/Nokia
— Understanding of how emerging markets operations really work outside corporate presentations
— Experience in device financing / BNPL / smartphone financing ecosystems is a major advantage

Basic Requirements

— 8+ years of experience in service / after-sales / operations management
— Multi-country operations experience
— Experience building and scaling teams
— Strong analytical and operational mindset
— English fluent (mandatory)
— Willingness to travel: approximately 6–10 days/month during launch phase, with gradual reduction of travel load as operations scale

Area of Responsibility

— Building and managing the Care+ ecosystem
— Device certification in new markets
— Development of service center network
— Spare parts and refurbishment operations
— Hiring, training, and functional management of local Service Managers
— Anti-fraud strategy and operational audit
— Distributor and ASC relationship management
— Building scalable operational infrastructure across multiple countries

Compensation & Growth

— Senior-level compensation structure discussed individually based on interview results
— Includes fixed base, transparent KPI bonus structure, and long-term participation opportunity
— Transparent KPI mechanism
— Grace period during the first 2 months
— Dubai HQ leadership role
— International multi-country scope
— Long-term leadership growth opportunity within the DEXME ecosystem

Career Path

Year 1–2: Head of Care+ Ecosystem
Year 2–3: VP Care+ Operations
Year 3+: COO-track / senior ecosystem leadership

What is Important for This Role

We are looking for someone who:

— understands the difference between reports and reality
— knows how to build controllable operations
— is capable of building discipline and standards
— can operate in the complex field of reality of emerging markets
— can simultaneously manage people, processes, and risks

If you know how to build a controllable after-sales infrastructure in environments where processes on paper and processes in reality are two different things, we would like to speak with you.

How to Apply

Please send your CV + short introduction (3–5 sentences) answering 2 questions:

1. In which countries have you personally managed after-sales / service operations?
2. Describe one real case where you identified a serious operational or fraud issue in a service network and how you solved it.

Confidentiality guaranteed. Current employer will not be contacted without your consent.

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